According to a recent customer satisfaction study, consumers love tech but still need human interaction.
While consumers may love technology for many interactions, auto insurance claims still need that human touch. The J.D. Power 2016 U.S. Auto Claims Satisfaction Study showed tech hasn’t fully replaced people.
The research showed that Generation Y is less satisfied by the insurance claim process than any other generation.
The study defined Generation Y as people born between 1977 and 1994. They found the auto insurance claims process to be the least satisfactory of any generation. That said, it also noted that Generation Y was experiencing an increase in those satisfaction levels.
In fact, the report showed customer satisfaction was on the rise among all generations except those in Generation X. Generation X was defined as people born between the years 1965 and 1976.
Auto insurance claims satisfaction rose in a statistically significant way between last year and this year.
Among members of Generation Y, overall insurance claims satisfaction was scored at 844 this year. That was out of a possible 1,000 points. That said, in 2015, that number was significantly lower at 827.
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At the other end of the scale, it was the Pre-Boomers generation – that is, consumers born before 1946 – who were most satisfied by their insurance companies. They had a huge satisfaction rating score at 912. Next in the most satisfied category were the Baby Boomers themselves. They are the generation born between 1946 and 1964. Their satisfaction score was 878.
Finally, Generation X had the lowest score at 847. That generation was the only age group to have had a decrease in their satisfaction level with the car insurance claims process. Since last year, their score fell by 8 points.
Generation Y was the group with the largest number of auto insurance claims, making up 40 percent of the study participants. This was a considerable increase over 2015, when they represented 33 percent. Generation X remained the same at 20 percent. The portion held by Pre-Boomers and Boomers is on the decline.
Mark Garett, the J.D. Power director of insurance industry analytics explained that “Gen Y is a large and influential segment of the claims market, so it’s encouraging to see that insurance providers continue to focus on improving this generation’s satisfaction.”